🆘Helping Your Patrons
A troubleshooting playbook for theatre admins — resolve the most common patron issues quickly and directly from your Dashboard.
Our support team is always here when you need us, but many common patron issues can be resolved even faster right from your Dashboard. This guide is organized by what your patron is telling you, so you can find the answer fast and get back to running your theatre.
Top 5 things that resolve most patron issues:
Check which email they used. The #1 cause of "missing" tickets is the patron used a different email at checkout than the one they're checking now.
You can resend confirmation emails. Find their order in your Dashboard and resend it — you don't need to wait for them to do it.
You can update a patron's email address. Find the patron in your Dashboard, edit their profile, and correct the email.
"Try a private/incognito browser window." Browser extensions (coupon finders, ad blockers, shopping tools) cause most checkout and refund button issues. A private window disables them.
Patrons can manage their own account at crowdwork.com/account — email changes, password resets, payment method updates, and resending confirmations.
"My patron didn't receive their confirmation email"
This is the most common issue theatres hear about. There are two possible causes — the email went to spam, or the patron used the wrong email at checkout.
What you can do
Look up the patron's order in your Dashboard — if the order exists, the purchase went through
Resend the confirmation email directly from the order: find the order → click View → click Resend Confirmation Email
Check which email is on the order. If it doesn't match what the patron expected, that's the problem — see "My patron used the wrong email" below
Message to send your patron
**If the order email looks correct:** Hi! Your tickets are confirmed — I just resent your confirmation email. If you don't see it in the next few minutes, please check your spam or junk folder for an email from `[email protected]`. If you still can't find it, let me know and I'll help. **If you suspect a wrong email:** Hi! I found your order, but it looks like the email on your purchase might have a typo. I've updated it to [CORRECT EMAIL] and resent your confirmation. You should receive it shortly. If you'd like to update your account yourself for future purchases, you can log in at crowdwork.com/account, click Settings, and correct your email there.
*** ## "My patron used the wrong email at checkout" Patrons frequently enter a typo (`.con` instead of `.com`, transposed letters, missing characters) or use a different email than they intended. The confirmation email was delivered — just to the wrong address.
Do NOT tell the patron to check their spam folder when the issue is a wrong email address. The email went to an entirely different address — it won't be in their spam folder.
What you can do
Find the patron's order in your Dashboard by searching for their name or the incorrect email
Update their email address from the patron's profile in your Dashboard
Resend the confirmation email — it will now go to the corrected address
Patron self-service option
If the patron knows the wrong email they used, they can fix it themselves:
Log in at crowdwork.com/account using the incorrect email + the password they created at checkout
Click the email address at the top → Settings → update to the correct email
Go to My Orders → select the show → click Re-send Confirmation Email
Message to send your patron
Hi! It looks like your tickets were purchased under a different email address. Here's how to fix it: 1. Go to crowdwork.com/account and log in with the email you used at checkout (even if it has a typo) and the password you created during purchase 2. Click your email address at the top of the page, then select "Settings" 3. Update your email to the correct one and save 4. Then go to My Orders, click the show name, and hit "Re-send Confirmation Email" If you can't remember which email you used or can't log in, just let me know and I can update it for you from our end.
*** ## "My patron can't log in or find their tickets" This usually means one of three things: the patron forgot their password, they're logging in with a different email than the one used at checkout, or they have two separate accounts. ### What you can do 1. **Look up the patron** in your Dashboard by searching their name or email — this tells you which email their order is under 2. **Let them know which email to use** to log in 3. If needed, **update their email** on the order so everything is under one account ### Patron self-service option 1. Try a password reset at [crowdwork.com/users/password/new](https://crowdwork.com/users/password/new) — if they receive the reset email, the email address is correct 2. If no reset email arrives, they likely used a different email at checkout
Message to send your patron
Hi! Your tickets are safe — let's get you logged in. First, try resetting your password at crowdwork.com/users/password/new using the email you think you used at checkout. If you get the reset email, you're all set — just follow the link to create a new password, then log in and you'll find your tickets under My Orders. If you don't receive a reset email, you may have used a different email when you purchased. Let me know and I can look up which email your order is under.
Edge case — patron sees "Your Theatre Dashboard" instead of their tickets: This means they're viewing the admin Dashboard instead of their patron account. Have them click their email in the upper right and select My Account to switch to the patron view.
"My patron wants a refund"
Refund policy is entirely up to your theatre — CrowdWork does not process patron refunds on your behalf. You have full control over refunds from your Dashboard.
What you can do
Go to Dashboard → Orders → find the order → click View
Click Issue Refund and choose full or partial refund
The refund is sent back to the patron's original payment method automatically
Refunds can take 7–10 business days to appear on the patron's statement. Let them know so they aren't worried if it doesn't show immediately.
For the complete refund walkthrough including partial refunds and finding orders from multiple screens, see Issuing Refunds.
Message to send your patron
Hi! I've processed a refund for your order. The refund will be returned to your original payment method — please allow 7–10 business days for it to appear on your statement. Let me know if you have any other questions!
*** ## "My patron wants to change their ticket to a different date or show" You can move patrons between dates or shows directly from your Dashboard — no need to refund and repurchase. ### Quick date change (same show) The fastest path for moving a patron to a different date of the same event: 1. Go to the event's overview page in your Dashboard 2. Scroll to the **Admissions** table 3. Check the box next to the patron's ticket → **Actions** → **Edit** 4. Select the new date → **Update Selected Admissions** ### Different show or class entirely 1. Go to **Dashboard → Customers** (or **Students**) → find the patron → **Edit** 2. In the Purchases table, check the ticket → **Actions** → **Edit** 3. Change the event, date, and/or tier → **Update Selected Admissions** For the full walkthrough, see [Managing Exchanges](https://docs.crowdwork.com/for-theatres/managing-exchanges).
Message to send your patron
Hi! I've moved your ticket to [NEW DATE/SHOW]. You're all set — no need to do anything else on your end. Enjoy the show!
*** ## "My patron's payment plan failed" When a patron's card is declined, the system automatically retries up to 3 times (once every 24 hours). After 3 failures, the payment is marked as **Failed** or **Canceled** and your theatre is notified. ### What you can do 1. Go to **Dashboard → Payment Plans → Enrolled Plans** → find the patron's plan 2. If the payment status is **Failed** or **Canceled**, change it back to **Upcoming** using the status dropdown (click **•••** next to the installment) 3. Contact the patron and ask them to update their card — the system will retry on the next scheduled date
Pausing vs. Canceling: Use Pause when the patron needs more time but plans to pay later. Use Cancel when the payment won't be collected at all. See Setting Up Payment Plans for full details on managing enrolled plans.
Patron self-service: updating their card
Patrons update their own payment method at crowdwork.com/account/payment-methods. After updating, the system will use the new card for the next scheduled charge.
Message to send your patron
Hi! It looks like the recent payment for your payment plan wasn't able to go through. No worries — here's how to fix it: 1. Go to crowdwork.com/account/payment-methods 2. Click "Replace Card" and enter your updated payment information 3. Save your changes Once your card is updated, we'll automatically charge the next scheduled payment. If you have any questions about your remaining balance, you can view your full payment plan details by logging in at crowdwork.com/account, clicking the Order ID for this purchase, and scrolling down to "Payment Plan Details."
*** ## "My patron is having trouble completing checkout" Most checkout issues are caused by browser extensions or hidden form validation errors — not by a problem with the patron's payment. ### Common causes and fixes **Browser extensions interfering:** Coupon finders, shopping tools, and ad blockers can prevent the checkout form from submitting. The "Purchase Tickets" button may appear to do nothing. **Hidden validation errors:** Required fields (like credit card details) may have error messages that appear higher up in the checkout modal. On smaller screens, patrons may not see them without scrolling up. ### What to tell your patron 1. **Try again in a private/incognito browser window** — this disables extensions and is the most common fix 2. **Scroll up inside the checkout popup** to check for any red error messages above the purchase button 3. If neither works, try a completely **different browser or device**
Message to send your patron
Hi! Sorry to hear you're having trouble checking out. This is usually caused by a browser extension (like a coupon finder or ad blocker) interfering with the checkout form. Here's what to try: 1. Open a private/incognito browser window (Ctrl+Shift+N in Chrome, or Cmd+Shift+N on Mac) 2. Go to the event page and try your purchase again 3. If the "Purchase Tickets" button still doesn't respond, scroll up inside the checkout popup — there may be an error message you need to address (like a missing field) If none of that works, try a completely different browser (Firefox, Safari, Edge) or a different device. Let me know if you're still having trouble!
*** ## "My patron has a gift card issue" ### Gift card + credit card not working together If a patron applies a gift card and the remaining balance won't charge to their credit card, this is most likely a browser extension issue. **Fix:** Have the patron try the purchase in a **private/incognito browser window**. ### Patron has multiple gift cards Only one gift card can be used per transaction. If a patron has two gift cards, you can combine them: 1. Go to **Dashboard → Gift Cards** → click [**+ Create New Gift Card**](https://crowdwork.com/dashboard/gift-cards/new) 2. Set the value to the combined balance of both cards 3. Deactivate the two original cards 4. Share the new gift card code with the patron ### Applying a gift card to an existing payment plan There's no built-in way to apply a gift card to an active payment plan. As a workaround: 1. Manually mark the appropriate payment installment(s) as **Paid** (from the Enrolled Plans page) 2. Set the gift card balance to $0 in your Gift Cards dashboard 3. If the gift card value doesn't match an installment exactly, issue a partial refund for the difference For full gift card setup and redemption details, see [Setting Up Gift Cards](https://docs.crowdwork.com/for-theatres/setting-up-gift-cards). *** ## "My patron's name is wrong on their ticket" The name on a ticket comes from the patron's account profile. If a family member previously used that email, the old name may still be attached. ### What you can do 1. Find the patron in your **Dashboard → Customers** (or **Students**) 2. Click their name → **Edit** their profile 3. Update the name fields and save
Message to send your patron
Hi! I've updated the name on your account. Your tickets should now show the correct name. Let me know if you need anything else!
*** ## "My patron was charged twice" This can happen if the checkout page appeared to hang or spin and the patron refreshed the page, resulting in a duplicate order. ### What you can do 1. Go to **Dashboard → Orders** and search for the patron 2. Verify whether two separate orders exist for the same event 3. Refund the duplicate order — see [Issuing Refunds](https://docs.crowdwork.com/for-theatres/issuing-refunds)
Message to send your patron
Hi! I can see the duplicate charge on our end. I've refunded the extra order — please allow 7–10 business days for it to appear back on your statement. Your original tickets are still valid and ready to go!
*** ## "My refund button is stuck on 'Refunding...'" If you click the refund button and it stays stuck on "Refunding..." without completing, this is almost always caused by a browser extension disconnecting the form. ### What you can do 1. **Try again in a private/incognito browser window** — this fixes the issue in most cases 2. **Check the order afterward** — even if the button appeared stuck, the refund may have actually processed. Go to **Dashboard → Orders** → find the order → verify whether the refund went through 3. If the refund didn't process, try again in the incognito window
This affects admin operations too, not just patron checkout. If you regularly experience stuck buttons or unresponsive forms in your Dashboard, try disabling browser extensions or working in a private window.
"It's showtime and my patron can't find their ticket!"
When a patron's show is tonight and they're panicking about missing tickets, the fastest resolution is the simplest one.
What to tell your patron
Just show up and give the box office your name. Your theatre has every purchase on record in the Dashboard. A patron who appears in person with their name or email can be verified and admitted on the spot. There's no need to have a digital ticket in hand.
If you want to verify before they arrive
Search for the patron in your Dashboard → Customers (or Tickets) screen. You can confirm their order exists and check them in when they arrive using the Tickets screen or the POS app.
Reminder: Use the Right Screen for Check-In
The checkboxes on the Admissions table are NOT for check-in. Those checkboxes are for selecting tickets to edit or email — they don't save when you navigate away.
Actual check-in happens from:
Dashboard → Tickets (for shows) or Registrations (for classes) — click the ✅ checkmark next to the patron's name
The CrowdWork POS app — tap to check in individuals or groups. Check-ins sync between the app and Dashboard automatically. For detailed check-in instructions, see Managing Admissions: Checking In Attendees.
When to Contact CrowdWork Support
A few situations are best handled by our support team:
Patron locked out by two-factor authentication (2FA)
Only CrowdWork can disable 2FA on a patron's account after verifying their identity
Patron requests account deletion
Account deletions are handled by CrowdWork — the patron can contact us directly, or you can point them to Contacting Support
Persistent technical bug
If the same issue keeps happening after trying incognito and different browsers, let us know so we can investigate
Reminder: CrowdWork is the ticketing software — your theatre is the seller. Patrons sometimes contact CrowdWork directly for refunds, exchanges, or event questions. We always redirect them back to the theatre, since you have the tools and authority to handle these. If a patron tells you "CrowdWork said to contact you," that's why.
*** ## Related Tasks | Task | Guide | | --- | --- | | **Issue a refund** | [Issuing Refunds](https://docs.crowdwork.com/for-theatres/issuing-refunds) | | **Exchange or move a ticket** | [Managing Exchanges](https://docs.crowdwork.com/for-theatres/managing-exchanges) | | **Manage admissions and check-in** | [Managing Admissions](https://docs.crowdwork.com/for-theatres/managing-admissions) | | **Add tickets from the Dashboard** | [Adding Tickets for a Patron](https://docs.crowdwork.com/for-theatres/adding-tickets-for-a-patron) | | **Manage payment plan installments** | [Setting Up Payment Plans](https://docs.crowdwork.com/for-theatres/setting-up-payment-plans) | | **Gift card setup and redemption** | [Setting Up Gift Cards](https://docs.crowdwork.com/for-theatres/setting-up-gift-cards) | | **Waitlist management** | [Setting Up Waitlists](https://docs.crowdwork.com/for-theatres/setting-up-waitlists) | | **Patron-facing payment plan guide** | [Patron's Guide to Payment Plans](https://docs.crowdwork.com/for-ticket-holders/patrons-guide-to-payment-plans) | | **Patron-facing membership guide** | [Member's Guide to Memberships](https://docs.crowdwork.com/for-ticket-holders/members-guide-to-memberships) | *** ## Need Help? If you run into a situation this guide doesn't cover, [contact our support team](https://docs.crowdwork.com/contacting-support) from your Dashboard. We're here to help!
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